Mind reading is a simulation that quickly and dramatically demonstrates to an audience that what a customer says is not always what a customer thinks.

Participants quickly realise that they may not understand their customers nearly as well as they think they do! If you are building your strategies and plans around customer satisfaction data you ought to participate in this simulation first—you may change your mind! Also useful as part of a customer service training programme to show how much( or little) can be understood from what a customer is telling you.